Remote Public Safety Tip Line Specialist

SC Works Trident; Asheville (NC); On-site; USD 18,184 - 25,898; Full time

Job summary

Insight Technology Solutions, Inc. in Asheville, NC seeks a Customer Service Representative for the DHS ICE HSI Tip Line.

This full-time role involves handling calls and online tips, documenting information, and coordinating with field offices while maintaining privacy and security protocols. The ideal candidate has 3+ years in a call center, an associate degree, and strong communication, multitasking, and research skills to resolve complex issues and generate ad-hoc reports using government and

Qualifications

• 3+ years of call center experience.
• Associate’s degree required.
• Experience resolving complex stakeholder or customer issues.
• Ability to manage multiple tasks in a high‑volume environment.
• Strong multitasking, data entry, research, and communication.

Responsibilities

• Answer and manage incoming calls and online tips from the public.
• Gather, clarify, and document information related to alleged activity.
• Review and assess tips for relevance and action.
• Conduct basic research using government, law enforcement, and open‑source systems.
• Accurately document calls, tips, and findings in government systems.
• Prepare and route reports to field offices or agencies.
• Escalate urgent information to designated personnel as needed.
• Follow procedures, policies, and data privacy requirements.
• Provide professional, courteous customer service.

Skills

Customer service

Call center experience

Multitasking

Analytical skills

Research skills

Problem solving

Verbal communication

Written communication

Independent work

Active listening

Training new reps

Report generation

Education

Associate's degree

Tools

Telephony systems

CRM/Ticketing tools

Microsoft Office

Job description

Insight Technology Solutions, Inc. in Asheville, NC seeks a Customer Service Representative for the DHS ICE HSI Tip Line.

This full-time role involves handling calls and online tips, documenting information, and coordinating with field offices while maintaining privacy and security protocols. The ideal candidate has 3+ years in a call center, an associate degree, and strong communication, multitasking, and research skills to resolve complex issues and generate ad-hoc reports using government and